Customer Experience (CX) Specialist @ Deloitte Digital - - 7156 - Deloitte Italia

Job Specs

Job Name

Customer Experience (CX) Specialist @ Deloitte Digital

Location

Athens

Business Area

GR - CUSTOMER AND MARKETING

Seniority

Experienced

Business Function

CONSULTING - DBS

What impact will you make?

Customer Experience (CX) Specialist @ Deloitte Digital

#DiscoveringDeloitte

At Deloitte, the spirit of the excellence is part of our DNA. We strive to hire the brightest minds from all around the globe, allowing us to excel in both long-term strategic thinking and business improvement implementation as the undisputed global leader in professional services.

Our culture is rooted in profound shared values. Our values guide us as we live our purpose to serve our clients with quality and distinction, inspire our people to work collaboratively to deliver value, actively contribute to society, and lead the profession by challenging ourselves to do what matters most. Deloitte’s values are what unite us across cultures and geographies, and ultimately help us earn the trust and respect of our people, clients, and society.

We believe that our differences enable us to #makeanimpactthatmatters.

#ChooseDeloitteIf:

You want to work with inspiring, ambitious, and supportive people with diverse geographical and academic backgrounds and extensive skills;
You get excitement by accomplishing tasks in a challenging, fast-paced environment;
You like to nurture people and share your knowledge with others.

#YourOpportunity

We are currently seeking for enthusiastic team players with exceptional analytical skills and a well-rounded personality to become part of our dynamic Customer practice at Deloitte Digital.

Deloitte’s Customer Experience team works collaboratively with our clients to link strategic vision to flawless execution to achieve tangible, long-term value. We bring cutting-edge ideas, approaches and methods to bear on clients' toughest problems and biggest opportunities. We empower our clients to adopt a customer-centric approach by identifying opportunities and implementing tailor-made strategies to bridge experience gaps.

At Deloitte, we offer a unique and exceptional career experience to inspire and empower talents like you to make an impact that matters for our clients, people and community. Deloitte offers you a highly inclusive, collaborative workplace and unrivalled opportunities to realize your full potential. We are always looking for people with the relentless energy to push themselves further, and to find new avenues and unique ways to reach our shared goals.

#YourRole

We are seeking for highly-skilled individuals to join Deloitte’s Customer practice as Mid-level CX Specialists. Mid-level Specialists are our front lines of research, analysis, and presentation – building the team’s knowledgebase around the industry and business issue at hand. As those who dive deepest into the issues, Mid-level specialists think critically and creatively to develop insights based on their findings from the research to strategy development and design.

During your tenure as a CX Specialist, you will demonstrate and develop your ability to:

Understand the client’s industry, search for sector trends and best practices
Work collaboratively with clients to understand their customer base and specific needs
Map customer journeys & processes and identify pain points and areas for improvement
Collect, manage and analyze data (customer feedback, survey insights, interaction data) to derive actionable insights and translate customer needs into business requirements
Address client business challenges in the intersection of process and technology
Diagnose issues, analyze options, and develop solutions
Storytelling - communicate ideas and proposals in a clear and structured way, backed by relevant data and tools
Collaborate effectively with cross-functional and diverse teams (colleagues and clients)
Expected to gradually take full ownership of workstreams and projects independently
Be constantly focused on results, individual responsibility and quality of work

#WinningRequirements

To qualify for the role you must have:

2-3 years of relevant work experience in a high-profile consulting firm or related professional areas. The experience should be around the areas of Customer, Marketing and Commercial Strategy, with demonstrated expertise in detecting patterns, anticipating needs, focusing attention to improve Customer Experience
Bachelor’s Degree, in Business or Technology fields (Marketing, Business Administration, Management Science and Technology, Economics, Engineering or STEM)
MBA or a postgraduate Degree in Customer Experience/ Service Management, Marketing, Technology or other Business-related field would be considered an advantage
Experience in mapping of Customer Journeys, work-flows and processes to identify and prioritize pain/gain points and experiential hooks
Ability to identify, develop and prioritize customer segments and Personas
Prior experience working with any CX survey platform is considered a plus
Solid understanding of technology and tools relevant to Customer Experience (e.g., CRM system, Customer Data Platform, Marketing Automation)
Strong analytical and problem-solving skills
A Lean/Six Sigma, Design Thinking and/ or Customer Experience Certification will be advantageous
Project management skills and ability to prioritize and handle multiple assignments
Ability to lead analysis of industry, competitor and company trends and issues to help team extract valuable insights that inform Customer Strategy
Ability to leverage customer data and research insights to understand sources of customer value and segment profitability
Excellent interpersonal skills
Strong oral and written Greek & English language communication skills
Military obligations fulfilled where applicable

ABOUT DELOITTE

Our Services

Deloitte offers integrated services that include Audit, Consulting, Financial Advisory, Risk Advisory, Tax and Legal. Our approach combines insight and innovation from multiple disciplines with global business and industry expertise to help our clients excel anywhere in the world. We deliver outstanding impact on the reputation and success of our clients, in Italy and globally. In pursuing this we contribute to a sustainable and prosperous society, and are firm believers in the positive impact business can and should have on the world it operates within.

Our Purpose

We are led by a purpose, to make an impact that matters with clients, people, and society. This purpose defines who we are and what we stand for. It's not about being the biggest. It’s about being the first choice for the largest and most influential clients, and the first choice for the best talent.

Our Values

At Deloitte we foster a collaborative culture where talented individuals can produce their best work. We value innovative thinking, diverse insights and a genuinely distinctive level of customer service through our expertise and professionalism. We value difference, with respect at the heart of our inclusive culture.

Our Talent experience

From day one at our firm, practitioners are part of a community. Our development and career progression framework will help them develop the skills and capabilities to succeed. The wellness of our people and the ability to offer agile working arrangements is at the center of our unique talent experience. We create a workplace that encourages collaboration, creativity, inclusiveness to ensure our staff are supported, encouraged and feel a sense of purpose and meaning in what they do each day.

Build your legacy with us. Aim higher: join Deloitte now!

Deloitte is an equal opportunity employer (EOE) and we are committed to providing a working environment that embraces and values diversity and inclusion. Knowing that people work best in different ways, we are happy to discuss alternative arrangements if the working pattern you are looking for is not specifically indicated.

All applications will be considered without distinction, in accordance with our values and in line with our inclusive culture. If you have any support or access requirements, we encourage you to advise us at the time of application to assist you through the recruitment process

Please, visit our website for more information.

This document has been prepared by Deloitte Business Solutions Societe Anonyme of Business Consultants, Deloitte Certified Public Accountants Societe Anonyme and Deloitte Alexander Competence Center Single Member Societe Anonyme of Business Consultants.

Deloitte Business Solutions Societe Anonyme of Business Consultants, a Greek company, registered in Greece with registered number 000665201000 and its registered office at Marousi Attica, 3a Fragkokklisias & Granikou str., 151 25, Deloitte Certified Public Accountants Societe Anonyme, a Greek company, registered in Greece with registered number 0001223601000 and its registered office at Marousi, Attica, 3a Fragkokklisias & Granikou str., 151 25 and Deloitte Alexander Competence Center Single Member Societe Anonyme of Business Consultants, a Greek company, registered in Greece with registered number 144724504000 and its registered office at Thessaloniki, Municipality of Pylaia - Chortiatis of Thessaloniki, Vepe Technopolis Thessaloniki (5th and 3rd street), are one of the Deloitte Central Mediterranean S.r.l. (“DCM”) countries. DCM, a company limited by guarantee registered in Italy with registered number 09599600963 and its registered office at Via Tortona no. 25, 20144, Milan, Italy is one of the Deloitte NSE LLP geographies. Deloitte NSE LLP is a UK limited liability partnership and member firm of Deloitte Touche Tohmatsu Limited, a UK private company limited by guarantee.

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